UTSOnline is a web-based application built on Blackboard software. Its primary use is for online teaching and learning. The Blackboard version is currently on ‘Blackboard Learn Q2 2017’.

The name “UTSOnline” not only refers to the Blackboard software but also third-party tools that integrate with Blackboard such as Turnitin and Campus Pack. The reason for using third-party tools is that some tools provided by the Blackboard software are not as feature-rich.

• Is this issue on the customer’s end e.g. network issues, technical literacy? Ask them if they can access other UTS or non-UTS websites.

• Can this issue be referred to the Instructor? This can be relevant as Instructors can hide and disable content in their UTSOnline subject. Instructors are listed in the Subject Catalogue under the My UTSOnline tab inside UTSOnline.

• Is this issue caused by another UTS system e.g. LDAP/Database/Network? Ask them if they can log into Webmail successfully. If the answers to the above questions is ‘No’, log a ticket to UTSOnline Support

Apart from the customer’s name and contact phone number, the following details need to be obtained when logging a ticket to UTSOnline Support (if possible):

1. The UTSOnline subject ID and name. Obtaining the UTSOnline subject ID is important as each UTSOnline subject ID is unique.

2. The location of the issue. Ask the customer what they are clicking on to reach that issue. Many subjects are large and have complex folder structures which means locating something can take some time without knowing the exact location.

If there is an issue which urgently needs to be resolved, please log a ticket with priority ‘High’ and prefix the description with “URGENT”. If it is of the highest urgency, please contact one of the Learning and Teaching Systems Team.

Temporary accounts created in UTSOnline enable the account holder to access UTSOnline only. The account holder will not be able to access other UTS systems such as UTS Email or UTS Wireless. On creation, the account holder is emailed their login and password details. There are a number of temporary accounts available for use in UTSOnline:

1. Temporary ‘New Staff’ Account – For use when a new UTS staff member has not yet been processed by HRU. Account valid for a maximum 28 days. Requested via form under the ‘Forms For Subject Setup’ tab inside UTSOnline

2. Temporary ‘Non-UTS Staff’ Account – For non-UTS users who require access to UTSOnline. Account valid for a maximum 365 days with option to extend. Requested via form under the ‘Forms For Subject Setup’ tab inside UTSOnline.

3. Temporary ‘Non-UTS Student’ Account. For non-UTS users who require access to a UTSOnline subject. Account valid for a maximum 365 days with option to extend. Requested via a ticket to UTSOnline support.

How do I verify a temporary UTSOnline account holder before resetting their password? *

When a temporary UTSOnline account is created, a notification email is sent to the account holder containing their UTSOnline login credentials. The first step is to refer the account holder to this email. If they no longer have access to this email, or they have changed their password since then, check Admintool to see if they have set up security questions (they have access to the MyAccount tool). If there are no security questions, check that the Account Type in Admintool is listed as ‘UTSOnline’ then verify their external email address which is also listed in Admintool.

Temporary UTSOnline accounts only enable the account holder access to UTSOnline. If they require access to other UTS systems such as the Library or GAC labs, an LDAP account will need to be created before the temporary UTSOnline account is created. Once the LDAP account is created, their assigned username can be entered in the Temporary ‘Non-UTS Staff’ form.

The status of an account in UTSOnline has a red cross icon. What does this mean? *

The red cross icon indicates the account is listed as unavailable/expired in UTSOnline. This means the account holder will not be able to log into UTSOnline. The account holder will need to do the following:

• Temporary Non-UTS Accounts – Contact the original requestor of these accounts. If they do not know who the requestor is, refer them to the email they received that contained their login details as the name of the requestor is on that email.

I have extended a user’s account in Admintool but they still cannot log into UTSOnline? *

When a user’s UTSOnline account expires, extending their LDAP account in Admintool will not help as the extension does not apply to the user’s UTSOnline account (see previous FAQ for recommended action).

Check what email address is currently stored in UTSOnline for that account. If it is already their correct UTS email address, advise them to forward their email from Webmail. If it is not their correct UTS email address, advise staff to contact HR, and students to update MyStudentAdmin for name changes. If it is a temporary non-UTS account, then change the email address inside UTSOnline as requested via the ‘Users’ tool under the ‘System Admin’ tab.

An Insearch staff or student has issues accessing UTSOnline. What do I do? *

Insearch staff and students are created manually via feed files sent from Insearch to UTSOnline support and also the LDAP team (for authentication). This means all UTSOnline access requests should be directed to the Insearch ICT Service desk on Ph: 9218 7000 or refer them to https://servicedesk.insearch.edu.au

1. For subjects enrolled in a major session i.e. Summer, Autumn (Calendar A and B), and Spring (Calendar A and B), these subjects are created automatically in UTSOnline and do not require a form. For more information, refer to: https://help.online.uts.edu.au/information-for-staff/automated-utsonline-subject-creation-enrolment/

2. For subjects enrolled in a minor session, staff need to complete an online form located under the ‘Request Non-Standard UTSOnline Site’ section in the ‘Forms For Subject Setup’ tab in UTSOnline. Check that pop-up windows are enabled in the web browser if the form does not generate.

How does a staff member request students to be added to their UTSOnline subject? *

2. For subjects enrolled in a minor session, staff need to complete an online form located under the ‘Request Non-Standard UTSOnline Site’ section in the ‘Forms For Subject Setup’ tab in UTSOnline. Check that pop-up windows are enabled in the web browser if the form does not generate.

How does a staff member become an Instructor in a UTSOnline subject? *

How does a staff member remove an Instructor from a UTSOnline subject? *

Only Instructors can remove other Instructors from a UTSOnline subject. To remove an Instructor, their role in the UTSOnline subject needs to be changed first from ‘Instructor’ to ‘Student’. Once the Instructor is listed as a ‘Student’, they can then be removed from the UTSOnline subject. Instructions on removing an Instructor can be found in the following link: https://help.online.uts.edu.au/information-for-staff/admin-support/add-remove-users/

Learning and Teaching Systems Team (formerly the Flexible Learning Team) maintains a list of UTSOnline Faculty Admins. These users can log a ServiceConnect ticket to request UTSOnline access for themselves and other staff within their Faculty without any further approval.

A student has reported that they cannot see their UTSOnline subject. *

All CASS subjects are available in UTSOnline. If a student cannot see their subject in UTSOnline, check the following in order:

1. Verify that the UTSOnline subject is available to students. To verify, use the ‘Subject Availability’ search tool linked from the UTSOnline login page. When viewing the Subject Availability page, take a note of the ‘Student Enrolment Date’ field.

2. Check CASS to ensure the student is listed as ‘Enrolled’ for that semester.

3. Advice the student to navigate to the My Subjects list in UTSOnline, and click on the cog icon located on the upper right side of this list. Check to see if the UTSOnline subject is hidden. Once you have confirmed that the student should have access to their UTSOnline subject, log a ticket to UTSOnline support.

A student has reported that they can see a UTSOnline subject that they are not enrolled in. *

Students are no longer removed from UTSOnline subjects. If a student wants to be removed, they should contact the Instructor of that UTSOnline subject.

Can users access all the content in their UTSOnline subjects via the mobile apps? *

No, the mobile apps are not a replacement for accessing UTSOnline via a web browser. They only make navigating a UTSOnline subject simpler when using a mobile device. Certain UTSOnline subject content such as online quizzes and Turnitin assignments are not available via Mobile Learn.

An Instructor has advised that the students listed in Turnitin are missing or different. *

The Turnitin database does not automatically sync with UTSOnline subject enrolments which means the list of students appearing in Turnitin will be different whenever a UTSOnline subject has a fresh batch of students at the start of semester.

To resolve this, advise the Instructor to perform a ‘Roster Sync’ by navigating to the subject ‘Control Panel’, expand the ‘Subject Tools’ menu, and click on ‘Turnitin Assignments’ which will open the Turnitin Assignments page. On this page, click on an assignment. The ‘Roster Sync’ button will appear on the right side of the page above the list of students. Please use the following link: https://help.online.uts.edu.au/information-for-staff/building-assessment-tasks/turnitin/#list